The main aim of this research is to review comprehensively previous literature on service quality measurement and to discuss the key issues on the development of an industry-specific scale for measuring customer service quality in the specific context of Internet-based self-service technologies. The survival of any company in a highly competitive environment depends on its ability to provide the best service quality to its existing customers as the quality of service is a key factor in the success of any organization. It is well established that the measurement of the service quality is an important procedure for the improvement of the overall service quality performance. Facts indicate that more attention is needed for developing an industry specific scale for measuring customer service quality within the still developing industry of self service technologies.
Albassam, Tameem and Alshawi, Sarmad, "Service Quality Measurement In The Specific Context Of Internet-Based Self-Service Technologies: A Review" (2009). UK Academy for Information Systems Conference Proceedings 2009. 1.